Winning with Digital in Consumer Financial Services

Lessons from Leaders and Laggards

The race is on among large financial institutions to gain a competitive edge through the application of digital technology. An increasingly large and demanding group of customers is watching, energized by the promise of immediate access from any technology platform, frictionless transactions, and comprehensive service and support. To win their allegiance and reap the broader business benefits that digital promises, financial institutions are trying to address the entire “surround system” of digital (mobile, social media, analytics, and the cloud), integrate it into strategy and operations (across the front, middle, and back office)—and ultimately steal a march on rivals.